Customer Service – Location Restructuring and Interim CFO

Client:
German Mobile Operator

Challenge:

Customer Service is in the middle of the conflicting targets of cost efficiency, quality in terms of outstanding customer experience and sales targets. Apart from that, a restructuring of the line organisation had to be implemented.

Core issues:

  • Enforcement of sales activities
  • Increase in efficiency  (average handling time, service level, etc.)
  • Augmentation of customer satisfaction
  • Implementation of the reorganisation

 

Our input:

  • Work as an Interim CFO
  • Multi project management
  • Management of the savings during the current budget year
  • Organisation of a relocation project / verall project management

Results:

  • Sucessful sale of locations
  • New supplier contract
  • Savings of several mill. € within the current calender year
  • Increase in sales by 10% during the current year
  • Introduction of technological innvoations